call_center_ai · energy · workflow
Verint IVA Voice modernizes legacy IVR with AI-powered containment, saving a telecom brand $10.5M
Contact centers running legacy IVRs faced low voice self-service containment rates, long hold times for customers, and agents wasting time getting up to speed on caller context.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Smart Transfer Bot routes interaction
From the moment an interaction begins, the Smart Transfer Bot ensures the next step is the right step, whether asking for a callback, making an appointment, or transferring to a live agent.
Tools used
Verint IVA VoiceSmart Transfer BotVerint Intent Discovery BotVerint Callback
Outcome
A telecommunications brand saved $10.5M, achieved over 50% containment of calls containing 3.5M interactions annually, and reduced average call time by at least 30 seconds.
Results
Time savedat least 30 seconds
Volumeover 50%
Cost replaced$10.5M
Grounding & classification
Source type: platform led case
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